Contact Centre Team Manager

About Our Client A rapidly growing sales & distribution organisation with a well respected reputation in the market. They are undertaking an interesting change programme focused on their service to their customers.
Job DescriptionCustomer Service Manager, Reading: As the Customer Service Manager you will be managing a team of circa 20 individuals responsible for handling complaints, invoice queries and general enquiries from B2B and B2C customers. As the Customer Service Manager you will be managing a team of circa 15 individuals responsible for handling complaints, invoice queries and general enquiries from B2B and B2C customers. As the Customer Service Manager, you will be identifying any issues within the department that may be causing complaints, ensuring the team know and adhere to the SLAs, whilst performing to a high standard.You will be conducting regular 121s and appraisals with the Team Managers and observing their 121s to ensure consistency across the department, identifying any issues that may impact overall team performance, flagging these to the Director and resolving in order of priority. You will be coaching the team and constantly looking at the systems and processes and looking to lead improvements if necessaryPeople management, development, coaching will be key strengths.
The Successful ApplicantCustomer Service Manager, Reading: The ideal individual for the Customer Service Manager will:Have managed a Customer Service team ideally within a luxury brand environment or a sales & distribution, or similar consumer product led industryYou will enjoying working with your team and will be a strong coach - This bit is very importantYou will be technically minded, able to use current chat module, email and phone and very keen to help grow the use of smart technology advancesBe commercially minded with the ability to balance both the needs of the customer and needs of the businessBe a hands on operational manager, able to identify issues and take steps to improveAct as a confident point of escalationGood IT systems skillsIdeally you will have worked for a 'luxury product' business in the past What's on Offer Salary of circa £33,000 to £36,000 dependant upon experience and an excellent package
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